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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A) Agent Availability Tracker
B) Adherence Dashboard
C) Historical Adherence Report
D) Real-Time Adherence View

2. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Create schedules
B) Assign phone numbers to agents
C) Monitor call quality
D) Define the maximum work hours for agents

3. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

A) Workforce Administrator
B) IT Specialist
C) Workforce Manager
D) Customer Service Representative

4. In Genesys Cloud, what does the historical adherence feature provide?
Response:

A) A historical view of adherence metrics over a specified period
B) An overview of agent activities across shifts
C) A list of agent credentials
D) A record of all calls handled by agents

5. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:

A) Defining whether it affects adherence
B) Assigning a color code for visual identification
C) Setting the agent pay rate
D) Configuring compliance rules

Solutions: